CAC recognized for AKO login but not for Enterprise email certificate?

2015-01-28T22:51:53-05:00

I know I could have contacted CW3 Michael Danberry privately via inbox but I hope an open forum would resolve this issue not only for me but for whoever else that may have or will experience this.

I have had this issue on my home computer (laptop) now for three days. I can log into AKO with the regular certificate (not the EMAIL one) but when I want to check my email on Enterprise (of course I select the EMAIL certificate), I get the “Please insert a smart card.” Window with the “OK” greyed out.

That leaves me with two button choices; the “Cancel” or “Details >>” button. When I click on the “Details >>” button I get this Smart card status: “A smart card was detected but is not the one required for the current operation. The smart card you are using may be missing required driver software or a required certificate.”

Here are some of the things I have tried already:

- Restart
- Uninstall ActivClient then Reinstall again (restarting at each)
- Install the driver from IOGear then restarting my computer
- Change the CAC reader

My computer is a MS Windows 7 Home Premium; x64-based PC

I can’t get to my emails!! I need to get on it for some very important work! Please Help!

Response by 1SG Private RallyPoint Member made Jan 28 at 2015 10:56 PM

2015-01-28T22:56:42-05:00

From, https://militarycac.com/EEmail.htm

Solution 37: Your computer still has your certificates from your former CAC and is trying to them instead of your new CAC certificates.
Follow slide 15 in this guide to clear them: https://militarycac.com/files/Making_AKO_work_with_Internet_Explorer_color.pdf

Let me know if that doesn't work, but it should.

MilitaryCAC's Enterprise Email specific problems and solutions page

Are you having problems using your CAC with Enterprise Email?

Response by CSM David Heidke made Jan 29 at 2015 9:32 AM

2015-01-29T09:32:53-05:00

I get more errors when logging into my military laptop that are considered OK than I can shake a stick at.

Certificate errors, can't log into instant messenger, approvit doesn't recognize something or other.

It's a cacophony of bad configuration... Must be part of the security.

Response by CPT Zachary Brooks made Feb 4 at 2015 8:06 PM

2015-02-04T20:06:59-05:00

I have tried this on multiple computers and I continue to get an error the kicks me out to the F5 page. Will not let me log into the computer. I have tried five computers, two CAC readers, and my own and someone's else's CAC.

Response by SFC Private RallyPoint Member made Feb 4 at 2015 8:48 PM

2015-02-04T20:48:35-05:00

Try removing g active client. Windows 7 and 8 are supposed to be able to run with out. The only thing after that is to tweak your IE options. Make sure you use IE, btw. Not to insult anyone's intelligence.

Response by CPT Aaron Kletzing made Feb 4 at 2015 9:05 PM

2015-02-04T21:05:28-05:00

The best way to secure AKO is to make sure no one can ever access it, no matter what. Are you in the Army and eligible to access it? Are you a cyberterrorist trying to hack into it? NEITHER of you gets in. Call it what you want, but that's absolute security. The only person in the world who can conquer AKO's accessibility issues is the same guy who solved the world's largest rubik's cube in 7 hours (video below).

This Guy Spends 7 Hours To Solve The World's Largest Rubik's Cube | 9GAG.tv

Nice time-killing game!

Response by SGT Private RallyPoint Member made Feb 4 at 2015 11:05 PM

2015-02-04T23:05:31-05:00

I'm glad this post is attracting more help for others. My intentions are met! I can sleep well now.

Response by SGT Jim Z. made Feb 5 at 2015 7:45 AM

2015-02-05T07:45:32-05:00

Leave work at work as I know sometimes that is not always possible.

Response by CPT(P) Private RallyPoint Member made Feb 7 at 2015 9:37 PM

2015-02-07T21:37:49-05:00

I have the EXACT opposite issue. Every CAC site works including email EXCEPT AKO. Still can't figure out why

Response by CW3 Private RallyPoint Member made Nov 23 at 2016 4:49 PM

2016-11-23T16:49:39-05:00

yes I am trying to fix it, I have updated all drivers and using windows 10

Response by CW3 Private RallyPoint Member made Nov 23 at 2016 4:50 PM

2016-11-23T16:50:37-05:00

yes I can access AKO but not webmail on my personal computer, I have updated all drivers and certs, I am working on windows 10

Response by SFC Private RallyPoint Member made May 2 at 2017 9:07 PM

2017-05-02T21:07:51-04:00

So what's the solution when militarycac.com doesn't fix any of your problems logging on or using .mil sites?

Response by SPC Private RallyPoint Member made May 31 at 2017 4:34 PM

2017-05-31T16:34:26-04:00

yeah when I try to acess my webmail it just stays on the loading screen and all my cirts are active had my borther who is an IT guy and he even could not log on to web mail I'm using a personal computer with windows 10.

Response by SFC Private RallyPoint Member made Jun 7 at 2017 12:18 PM

2017-06-07T12:18:30-04:00

If you have Windows 10 I have found you have to use Internet Explorer and can't use Edge (unless that's been fixed). I've been able to use mine just fine on my new laptop and the one I had for the last six years. When I first install I run into issues but the militarycac site has been helpful.

If it doesn't work after all that on that website then you need to find an S6 friend.

Response by CPT Private RallyPoint Member made Oct 11 at 2017 6:49 PM

2017-10-11T18:49:21-04:00

Looking for some assistance with a CAC issue of my own.

I recently (last week) became a dual persona CAC holder (i.e. National Guard and Contractor). I went online and activated the PIV for each card, but am now no longer able to login to my AKO email (I can login to the AKO homepage, but cannot login to my email when clicking the email folder, nor directly from the Enterprise email webpage address). I am selecting the right email certificate, but cannot get past the USG Warning and Consent banner.

I get this error message:
"Your session could not be established. The session reference number: xxxxxxx
Access was denied by the access policy. This may be due to a failure to meet access policy requirements. If you are an administrator, please go to Access Policy >> Reports : All Sessions page and look up the session reference number displayed above. To open a new session, please click here."

I called the Enterprise helpdesk and their recommendations (deleting certificates, deleting SSL, and following Military CAC website recommendations) did not correct the issue.

Any assistance to help correct this issue would be GREATLY appreciated!

Response by SPC Private RallyPoint Member made Jan 13 at 2018 10:31 AM

2018-01-13T10:31:04-05:00

Sorry that this is an old thread, but I recently started having issues as well. My AKO works marvelously, as does 99.9999% of other .mil and CAC-enabled sites like GKO, ACT, iPERMS, and MyPay. But my Enterprise mail won't even load the disclaimer page. Says "Internet explorer cannot connect to the webpage." Same error on three browsers across three computers (two desktops and a laptop) in my house, although Chrome is more specific with telling me DNS_PROBE_FINISHED_NXDOMAIN. I've tried uninstalling Installroot and reinstalling, deleting old certs, updating Activclient, and everything under the sun, including CW3 Danberry's tutorials on MilitaryCac.com.
"Help me CW3 Kenobi, you're my only hope."

Response by CW3 Private RallyPoint Member made Nov 4 at 2019 1:14 PM

2019-11-04T13:14:09-05:00

Since the AKO portal have changed, i cant access my enterprise email